CUSTOMER NEWS
What Customers Really Want: Everything You Should Know About Customer Experience Mapping
How do you know what they really want at different stages of their journeys with your brand and how do you create a frictionless customer experience (…
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eGain Automates Customer Engagement for Financial Services Giant
Customer engagement solutions provider eGain has helped a large U.S. financial services client to enhance its customer experience through new digital …
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Brazilian Call Center Workers, Deemed "Essential," Fear COVID Infection
Today, Brazil has one of the highest COVID-19 infection rates in the world. This has left many workers in the call center industry feeling vulnerable.
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Aspect Unleashes Aspect Workforce Optimization Version 20
Touting a redesigned and enhanced workforce mobile user interface, more rapid and user friendly access to performance reporting and public cloud integ…
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CUSTOMER Magazine Announces Winners of the 2020 Contact Center Technology Award
TMC announced the winners of the 15th Annual Contact Center Technology Award, presented by its premier publication, CUSTOMER magazine.
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Why We Need to Stop Saying the Call Center Is Dead
We have long heard the death of the call center is near, but are these claims actually valid? No. This lazy trope, while peddled as "forward-thinking,…
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DMG Report Celebrates The Customer Engagement Company
DMG Consulting LLC's 2020/2021 Intelligent Virtual Agent Product and Market Report put a spotlight on Verint, as The Customer Engagement Company earne…
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As Businesses Continue to Adapt to the Global Pandemic, Cloud CRM Security More Important Than Ever
Last month, Pega released results of a survey that revealed most businesses overestimated their digital readiness to adapt to the COVID-19 health and …
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Conn3ct Buys IVR Tech Company ICR
In a move to further improve interaction will callers, Conn3ct, a UK-based communications solutions provider, has announced the acquisition of ICR Spe…
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CoreDial Makes Contact Center Management Easier with New WFM Capabilities
CoreDial has added WFM features to its CoreNexa Contact Center suite to give managers better control over workforce scheduling and adherence.
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As eCommerce Thrives, Digital Innovation is a CX Must
Consumers have been tolerant during the COVID-19 pandemic, but as they continue to shop online, CX will become increasingly more important.
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Security, Identity, Efficiency and Quality Control Will Scale Successful W@H CX Platforms
It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control t…
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How Intelligent Virtual Assistants Can Transform Telecom
The rise in demand for technologies and services within telecom is presenting new challenges in terms of customer engagement and satisfaction, and wit…
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Bright Pattern Takes Hurtigruten Call Center Remote During COVID-19
For Hurtigruten, a Norwegian-based luxury travel company, the need to maintain excellent customer service levels while keeping its employees safe made…
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Israeli Startup Introduces Contact Tracing to Verint COVID-19 Solution Set
AI startup Viziblezone announced a new partnership with Verint, enabling the addition of Viziblezone contact tracing technology as a key piece of Veri…
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The Big CX Leap to Cloud: Beyond Contact Center
With a surge in contact center activity, in large part being created by the pandemic, agility and the ability to ramp up and ramp down resources and s…
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New Jersey Opens New Unemployment Call Center
While call centers across the country have seen a spike in demand - or at least a change in the way customers are reaching out - few are seeing as muc…
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In A Trustless World, A New Software Platform and Network Aims to Broker Confidence Between Customers and Brands Leveraging 'Zero Knowledge'
At a time when cybersecurity companies are rolling out zero trust offerings, to ensure only those people and machines who are fully authorized and aut…
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Workforce Management: Creating High-Performing, Cost-Effective Teams Through Adherence On-Demand
Running a contact center is challenging even during the best of times. Constant pressures of juggling high customer expectations, ever-changing techno…
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Chime Solutions Expands Call Center Workforce in Charlotte, North Carolina
Call center services provider Chime Solutions recently announced the addition of 250 more jobs at its call center in University City, North Carolina. …
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Going the extra mile as customer service
If you work in customer service, you have to deal with lots of questions and you often have to handle angry customers. But luckily there's also loads …
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More Companies Transition to Work-at-Home Call Center Model
While contact centers are more important than ever in the disruptive COVID-19 era, they're also breeding grounds for disease transmission. Call center…
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Maryland Opens E-ZPass Center for Limited Customer Support Operations
The Maryland Transportation Authority (MDTA) recently announced that it plans to reopen its E-ZPass customer service centers at its toll facility buil…
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How to reach your clients without suffocating them
Growing an ecommerce base means going hard on the public to build a name and to stay on the top of mind of customers, but push a little further and yo…
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Corporate Video Production for Internal and External Communications
Recent technology and people's mindset have changed corporate communication. Previous popular methods have become irrelevant and unattractive. In this…
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Is your business up to the stress test of external forces beyond your control? #BusinessContinuity
Aggressive new product developments and marketing campaigns planned for Q2 have gone up in coronavirus smoke, while business priorities have shifted a…
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Serenova & Fuze Team to Deliver UC & Cloud Contact Center Solutions to the Enterprise
Serenova and Fuze are teaming to help eliminate traditional gaps between contact center and unified communications solutions.
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Chatbots Enhance, Rather Than Replace, Human Call Center Agent Performance
There's a rather cynical cycle with new technology: futurists present a vision of the technology to the media, the media overhypes it, consumers get c…
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Verint WFM Upgraded to Support Safe Transition Back to the Office
Verint unveiled enhancements to its WFM solution, adding new capabilities to meet the needs of the workforce transition back to the office.
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CUSTOMER Magazine Announces Winners of the 2020 CRM Excellence Award
TMC announced the winners of their 21st Anniversary CRM Excellence Award, presented by its premier publication, CUSTOMER magazine.
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Connected Field Service Leads To Brilliant Customer Experiences
Customer Experience is one of the most influential factors in stimulating customer loyalty and retention. Market research studies reveal that it costs…
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A Tale of Two CRM Architectures: Do you start or finish with your business processes?
Data about customers' behaviors, collected through a range of channels, can play a pivotal role in teams understanding customer intent and sentiment, …
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New Mexico Call Center Shutters Amid Pandemic
News of layoffs and businesses closing their doors due to the Coronavirus pandemic that continues to sweep the nation is not new. However, one industr…
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Conversational Analytics - The Secret to Exceptional First Call Resolution & Outstanding Customer Experiences
Jack Ma, founder of Alibaba once advised,?"Forget about your competitors, just focus on your customers".?As the statistics highlight dissatisfied cust…
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Setting Work and Home Life Boundaries to Avoid Employee Burnout
Millions of workers have been forced to work remotely to combat the effects of COVID-19. Remote work has many benefits, but can also easily lead to em…
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Vonage Contact Center Lets Onecom Rapidly Adapt to COVID-19 Teleworking
Over the past 2-3 months, countless businesses have struggled to maintain operational continuity as they have been forced to rapidly move to teleworki…
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NICE inContact, Zendesk Offer Remote Contact Center Bundle
NICE inContact announced a partnership with Zendesk provide businesses transitioning operations due to the coronavirus pandemic access to the NICE inC…
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The Only Dead Thing in Contact Centers Is Your Approach
Lately, I have been bombarded with this notion of the death of the call center. It's certainly a bold apocalyptic affirmation that seems in tune with …
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 8)
In this segment of Calabrio Corner, CEO Tom Goodmanson talks about the important ties between local communities and employee well-being, especially as…
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Motivate Remote Employees with Goals, Not Surveillance and Monitoring Software
Productivity in the United States has steadily climbed since the end of the Second World War. We've become more efficient, more agile, and better at d…
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Financial Services Organizations Find Compliance with NICE NTR and Teams Integration
NICE announced the integration of the NICE Trading Recording System (NTR) with the Microsoft Teams unified communications solution. In addition to the…
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Verint Announces Teams Integration
Verint announced its new Microsoft Teams recording integration to capture, retain, analyze and retrieve all communications across the Teams platform t…
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 7)
Calabrio CEO Tom Goodmanson talks about how businesses can plan ahead for additional disruptions due to COVID-19 even as they start implementing plans…
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Illinois County's Expanded COVID-19 Call Center Fields Thousands of Calls Per Month
Back in mid-March, DuPage County opened a 15-person call center with a dedicated goal of answering the high volume of COVID-19 calls that were coming …
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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way - a Weekly Update (Week 6)
Calabrio CEO Tom Goodmanson continues his series on how business leaders can learn from the COVID-19 pandemic and build better, stronger workforces.
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Verint Announces 2020 Partner of the Year Award Winners
This week, Verint named NWN Corporation, Avaya and Five9 Partner of the Year award winners. The Customer Engagement Company reserves this recognition …
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Five Ways to Prepare Your Customer Service Team for Enhanced Crisis Response
Whether it's the current coronavirus pandemic, an impending hurricane, earthquake or a wildfire, a top tier contact center will include business conti…
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Five9, Zoom Offer Contact Center Agents Easy Access to Subject Matter Expertise
Five9 announced a new partnership with Zoom, and announce Agent-Expert Consultation. The new solution provides contact center agents access to any Zoo…
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Remote Work Benefits for Customer Service Will Outlast COVID-19
The COVID-19 pandemic has forced many companies and call centers to rely on remote work to provide customer service. But the clear benefits of the rem…
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Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist
Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.
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